The first digital human has arrived in the mortgage space, and her name is Rachel.
The AI-powered human was created by San Jose-headquartered Arcus Lending in partnership with Uneeq, a company that helps organizations turn chatbots into digital humans.
“Digital humans bring this emotional connection back to online customer service, thereby humanizing the mortgage experience,” said Arcus CEO Shashank Shekhar.
Arcus Lending launched Rachel with a goal to “increase the engagement of the web visitors by providing ‘more human’ customer service, improve lead conversion, and save time for the operations and sales team.”
Rachel was trained to answer borrowers’ questions about the mortgage process. To “talk” to Rachel, customers have to hold down their space bar and ask away.
“Creating an exceptional customer experience is more important than ever, especially in today’s digital-first environment,” Uneeq CEO Danny Tomsett said. “By integrating a digital human into the homebuying process, customer-centric organizations like Arcus Lending can create natural human interaction at scale. This is an example of how conversational artificial intelligence can help a company better support their customers while creating a competitive advantage.”